Avast antivirus warning

Incident Report for Hotjar

Postmortem

On 2020-07-06 at 11:26 UTC, our engineers identified an issue with Avast and AVG antivirus blocking data collection for some users.

What happened?

An error message was shown to approximately 10% of website visitors who use Avast or AVG antivirus. The error message said that the connection was “safely aborted” due to “URL:Blacklist.”

Why did this issue occur?

Avast and AVG antivirus erroneously blocked access to one of our data collection servers.

What will we do to prevent this from happening in the future?

We’re in contact with Avast to determine why access was blocked erroneously and what we can do to prevent this from happening in the future.

Posted Jul 06, 2020 - 14:23 UTC

Resolved

The issue has been resolved. Thank you for your patience!

Posted Jul 06, 2020 - 13:12 UTC

Monitoring

Our engineers have fixed the issue and are monitoring the situation to make sure everything is working smoothly again.

Posted Jul 06, 2020 - 12:43 UTC

Identified

We’ve identified the issue with avast antivirus and our engineers are working to resolve it.

Posted Jul 06, 2020 - 12:21 UTC

Investigating

We’re currently investigating avast antivirus preventing Hotjar data collection for some users. Our engineers are working to fix the issue ASAP and will post updates to status.hotjar.com. Thanks for bearing with us!

Posted Jul 06, 2020 - 11:46 UTC